About the Role

The IT Support Engineer II is responsible for delivering advanced technical support to Ariat employees across corporate offices, distribution centers, retail stores, and remote locations. This role provides deployment, maintenance, troubleshooting, and support for endpoint devices, enterprise applications, and core IT services while serving as a key contributor to the overall employee technology experience.

The position requires strong technical expertise, excellent customer service skills, and the ability to resolve complex technical issues in a fast-paced environment. The IT Support Engineer II works closely with Infrastructure, Information Security, Enterprise Applications, and business stakeholders to ensure Ariat's technology environment remains secure, reliable, and efficient. This role also participates in technology deployments, process improvements, and cross-functional initiatives that support the company's continued growth.

You'll Make a Difference By

• Providing Tier II technical support for Windows and macOS computers, mobile devices, peripherals, printers, conference room technology, and enterprise applications.
• Deploying, configuring, maintaining, and troubleshooting laptops, desktops, mobile devices, and related hardware using Microsoft Intune and Windows Autopilot.
• Supporting Microsoft 365 services, including Entra ID, Exchange Online, Teams, OneDrive, SharePoint, and related collaboration technologies.
• Troubleshooting identity, authentication, networking, VPN, wireless connectivity, printing, and endpoint security issues.
• Investigating and resolving escalated technical incidents while coordinating with Infrastructure, Security, Networking, and Enterprise Applications teams as needed.
• Providing provision and deprovision of user accounts, hardware, software, and system access in accordance with company policies and security standards.
• Supporting retail technology, including point-of-sale systems, iPads, scanners, payment peripherals, printers, and store networking equipment.
• Supporting conference room technology, Zoom Rooms, audiovisual systems, and digital signage.
• Maintaining accurate hardware asset inventories, software licensing records, and configuration documentation.
• Creating and maintaining technical documentation, knowledge base articles, and standard operating procedures.
• Participating in hardware refresh initiatives, office expansions, new store openings, and enterprise technology deployment projects.
• Coordinating hardware repairs, warranty services, and vendor support activities.
• Identifying opportunities to improve operational efficiency through automation, process improvements, and standardization.
• Following IT service management best practices for incident, request, problem, and change management.
• Participating in an on-call support rotation and providing after-hours support when required.
• Performing additional duties as assigned to support business operations.
• Assisting with other responsibilities based on business needs.

About You

• Strong passion for technology and continuous learning.
• Excellent analytical and troubleshooting skills across a broad range of technologies.
• Exceptional customer service, communication, and interpersonal skills.
• Strong organizational skills with meticulous attention to detail.
• Demonstrated accountability, initiative, and follow-through.
• Ability to prioritize competing priorities while maintaining a high level of service.
• Ability to work independently and collaboratively in a team-oriented environment.
• Flexibility to support occasional evenings, weekends, travel, and on-call responsibilities.
• 3-5 years of experience supporting enterprise Windows and macOS environments.
• Experience administering Microsoft 365, Microsoft Intune, Entra ID, and Exchange Online.
• Experience deploying and supporting modern endpoint management solutions.
• Working knowledge of TCP/IP networking fundamentals, including DNS, DHCP, VPN, and wireless networking.
• Experience with enterprise ticketing systems and IT asset management.
• Strong understanding of endpoint security best practices and device lifecycle management.
• Experience supporting retail technology environments.
• Experience supporting enterprise audiovisual systems and Zoom Rooms.
• Experience with Cisco Meraki networking solutions.
• Experience with Windows Autopilot and Windows Hello for Business.
• Experience supporting Apple Business Manager and macOS device management.
• Familiarity with PowerShell scripting and automation.
• Working knowledge of ITIL service management practices.
• Relevant certifications such as Microsoft MD-102, MS-900, AZ-900, CompTIA A+, Network+, or equivalent.

The salary range for this position is $85,000 - $105,000 per year.

The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations. Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting. This range may be modified in the future.

Ariat's holistic benefits package for full-time team members includes (but is not limited to):

• Medical, dental, vision, and life insurance options
• Expanded wellness and mental health benefits
• Paid time off (PTO), paid holidays, and paid volunteer days
• 401(k) with company match
• Bonus incentive plans
• Team member discount on Ariat merchandise

Note: Availability of benefits may be subject to location & employment type and may have certain eligibility requirements. Ariat reserves the right to alter these benefits in whole or in part at any time without advance notice.